Our client, an on-demand Courier Service that delivers products ordered through their mobile app, seeks to recruit a Staff Coordinator. The successful candidate will be a key point of contact between the company and their customers, ensuring operational excellence and high service standards in a fast-paced environment.
Duties and Responsibilities
- Operations Coordination: Coordinate the operations control center and assist the OCC team when necessary.
- Productivity Optimization: Maximize the productivity of resources, including personnel and technology.
- Staff Mentorship: Coach and handhold agents to maintain high operations standards; mentor staff and provide support required in their roles.
- Performance Monitoring: Monitor and improve order delivery times while minimizing order cancellations.
- Metrics Analysis: Evaluate performance using key metrics and analyze daily and weekly operation metrics with a macro view of the long-term success of cities.
- Quality Assurance: Plan, perform, and oversee audits on RTO (Return to Origin) processes to ensure quality deliverables; interpret and comply with company quality standards.
- Process Improvement: Analyze quality results and present possible solutions and improvements to the Hub Supervisor; follow sampling procedures and guidelines for reporting quality data.
- Coaching & Compliance: Detect coaching needs and take actions to ensure compliance with quality standards; provide coaching inputs to the Supervisor and HQ to maximize agent efficiency.
- Reporting: Give structured and actionable daily feedback to the Team Lead/Supervisor and report on the results of quality audits.
- Customer Satisfaction: Optimize delivery times and maximize Gsat (Guest Satisfaction) while assisting all three users (customers, drivers, and vendors) to ensure satisfaction.
Requirements and Qualifications
- Education: A Degree (BA/BSc), Higher National Diploma (HND), or Diploma in a relevant field.
- Resilience: Ability to work under pressure and track thousands of movements every day.
- Communication: Very good command of English, both written and spoken; outstanding interpersonal skills.
- Technical Skills: Proficient in MS Office, G-docs, and call center equipment/software programs.
- Leadership: Excellent organizational and leadership skills with strong problem-solving ability.
- Flexibility: Willingness to work weekends, early mornings, late nights, and occasional holidays in an operational 24/7 environment.
- Soft Skills: Positive, patient, and able to multitask; ability to learn quickly and adapt to a fast-paced environment.
How to Apply
Applicants who meet the requirements stated above should send their applications and detailed CVs, including a daytime telephone number, to the email address: jobs1@hcsaffiliatesgroup.com.
- Subject Line: Must indicate RTO STAFF COORDINATOR.
- Salary Expectation: Candidates MUST indicate their Current and Expected salaries in their application.
